Technical Support Officer

3 months contract with a Local Authority

Job Title: Technical Support Officer (Admin & Clerical)

Job Purpose

The Technical Support Officer is responsible for delivering high-quality customer service, administrative support, and technical assistance to customers, colleagues, and external stakeholders. Acting as a frontline representative of the department, the post holder will provide advice, guidance, and technical support for routine enquiries and service requests. The role involves supporting both office-based and field operations, ensuring services are delivered efficiently, accurately, and in accordance with organisational policies and procedures.

Key Responsibilities

• Provide a professional and customer-focused frontline service as the first point of contact for customers, internal departments, partner agencies, and members of the public.
  
• Respond to customer enquiries through various channels including telephone, email, online systems, and face-to-face interactions.
  
• Deliver technical and administrative support to departmental operations, ensuring services are delivered efficiently and effectively.
  
• Investigate, resolve, or escalate customer issues and technical queries within agreed service standards.
  
• Maintain accurate records, databases, and case management systems, ensuring data integrity and compliance with information governance requirements.
  
• Process service requests, applications, and transactions in line with established procedures and service level agreements.
  
• Support field-based operations by coordinating activities, maintaining documentation, and providing operational assistance where required.
  
• Liaise with internal teams and external partners to resolve issues and ensure seamless service delivery.
  
• Monitor workloads and prioritise tasks to meet deadlines and performance targets.
  
• Contribute to service improvements by identifying process efficiencies and recommending enhancements.
  
• Ensure compliance with health and safety regulations, data protection legislation, and organisational policies.
  
• Participate in training and development activities to maintain up-to-date technical knowledge and customer service skills.
  
• Provide support during service incidents, operational disruptions, or emergency situations as required.
  

Experience Required

Essential

• Experience of providing customer-facing support in a busy service environment.
  
• Experience handling enquiries, complaints, and service requests using a range of communication methods.
  
• Experience of carrying out administrative tasks and maintaining accurate records.
  
• Experience using IT systems, databases, and Microsoft Office applications.
  
• Ability to prioritise workloads and manage competing demands effectively.
  

Desirable

• Experience working within a technical support, local government, housing, utilities, or public sector environment.
  
• Experience using customer relationship management (CRM) or case management systems.
  
• Experience supporting field-based operational teams.
  

Qualifications

Essential

• GCSEs (or equivalent) including English and Mathematics at Grade C/4 or above.
  
• Evidence of good IT literacy and proficiency in Microsoft Office applications.
  

Desirable

• NVQ Level 3, BTEC, City & Guilds, or equivalent qualification in Business Administration, Customer Service, Information Technology, or a related discipline.
  
• Relevant customer service or technical support certification.
  
• Ongoing professional development relevant to the role.
  

Skills and Competencies

• Excellent customer service and communication skills.
  
• Strong problem-solving and analytical abilities.
  
• Ability to explain technical information clearly to non-technical audiences.
  
• Good organisational and time-management skills.
  
• Attention to detail and commitment to accuracy.
  
• Ability to work independently and as part of a team.
  
• Proficiency in using business systems and digital technologies.
  
• Commitment to equality, diversity, inclusion, and customer satisfaction.
  

Additional Information

• Location: Weston Mill Cemetery & Crematorium, Weston Mill, Plymouth, Devon, PL2 2EP, United Kingdom.
  
• Working Hours: 37 hours per week.
  
• Work Pattern: Monday to Friday.
  
• Shift Times: Hours will be worked on a rota basis between:
  
• 8:00am – 4:00pm, or
  
• 8:30am – 4:30pm.
  
• The post holder may be required to work flexibly to meet operational and service delivery requirements.
  
• This is a customer-facing role requiring regular interaction with members of the public, colleagues, contractors, and external stakeholders.
  
• The role is primarily based at Weston Mill Cemetery & Crematorium and may involve supporting both office-based and operational activities across the site.
  
• We operate on a bi-weekly payment schedule.
  

· Closing date: 4 th July – early applications are encourage